If your Service Desk team works Monday through Friday during regular business hours, you can`t provide true 24×7 support for every service you offer. Even with on-demand service sales teams and customers paying for priority support, you often still have a few services that warrant answers on weekdays and some that require immediate attention, regardless of the time of day and night. As a general rule, the service allowance is used by the client and not by the service provider. It is sometimes difficult for the World Cup team to put itself in the place of the company`s management. But it is absolutely critical. If you continue with only a World Cup hat, your plan probably won`t be picked up. It must be balanced and the needs of the operations are essential here. Another mistake is the creation of sl targets that are too aggressive. .